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The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

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Tip of the Week

  • Get to know your ACD routing system.

    October 22 –

    It is important as a workforce analyst to know your ACD routing system. This is the system that is used to route all of the incoming contacts to your agents and it is the system that houses all the data used to create, build, and maintain forecasts and other reports that are …

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